Clive Johnson Senior Sales Consulatnt

2. Siebel CRM 8.1 Self-Service E-Support Clive Johnson Senior Sales Consulatnt

3. Agenda • Overview • Business Challenges & Value Proposition • How it works • Demo • Q&A

4. From Today’s Dissatisfied Customer … Inconsistent Customer Experience Online Call Center Field Sales Branch Location Division A Division B Division C Outsourcing Partner

5. … To a Superior Cross-Channel Experience Consistent Customer Experience Field Sales Field Service Online Call Center Branch Office Oracle Siebel CRM Integrated End-to-End Process Division A Division B Division C Outsourcing Partner

6. The Challenges Customers Face “Inadequate cross-channel capabilities are creating less satisfied customers, less likely to use low cost channels” ConsistentExperience Cut Costs & Improve Profitability “Economy concerns are forcing us to prioritize only the most meaningful cost cutting projects” “How do I create and maintain business processes as flexible as the markets I serve?” Business Agility C-Level Executive VP Line of Business IT Executive

7. Value Proposition • Leverage existing investments in CRM. • Respond to changing market needs with Fusion Middleware’s integrated development environment. Business Agility C-Level Executive Cut Costs & Improve Profitability • Deflect calls to less expensive channels. • Increase revenue with robust online commerce. VP Line of Business • Transition across channels without losing context. • Transparent access to real time information. • Manage service & selling rules once and deploy anywhere across the enterprise. ConsistentExperience IT Executive

8. Oracle Self-Service Empower your customers to help themselves CRM Self-Service CRM Independent E-Billing Interactive Bill Presentment Statement Enrichment (Category, Hierarchy…) Billing Analytics Cost Management Payment & Dispute E-Commerce Catalogs and Pricing Cross-Sell / Up-Sell Configurator Cart & Checkout Asset Based Ordering Content Mgmt Integration E-Support Account Management SR / Case Mgmt Knowledge Mgmt / FAQ Order / Asset Tracking Chat & eMail Store locator Common Components RTD Product Recommendations Secure Enterprise Search Cache & Session Mgmt Site Management Configuration Management Chat End User & Agent Oracle Siebel CRM Marketing Order Capture Service Content Mgmt

9. Agenda • Overview • Business Challenges & Value Proposition • How it works • Demo • Q&A

10. Self-Service Extends CRM by Empowering Your Customers To Help Themselves Self-Service J2EE Server Siebel Server • Control Costs and Improve Profitability • Manage Customers Consistently Across Channels • Increase Business Agility 1st application utilizing Fusion Middleware ADF Faces 1st application utilizing Siebel Web Services HTTP SOAP Web Services Fusion Middleware

11. SOA Composite ApplicationSeamlessly Transitions Customers Across Channels INTERNET DMZ INTRANET Siebel Server HTTP SQLNET HTTP/SOAP HTTPS Load Balancer Customer (External Users) Siebel Database Self-Service J2EE Server CSR (Internal Users) Data Firewall (Optional) External Firewall Internal Firewall

12. Functional MarketectureLoosely coupled to Siebel CRM via web services INTERNET DMZ INTRANET Browse & Search Knowledge 1 2 Create & Manage Service Request Siebel Server E-Support 3 Asset Management HTTP SQLNET Order Tracking 4 HTTP/SOAP 5 PDF Form Integr’n HTTPS Load Balancer Customer (External Users) Siebel Database 6 Contact Us – Email, Chat, Call Back, Store Locator J2EE Server [Self Service Code] Company & Contact Profile Common CSR (Internal Users) Data Firewall (Optional) Site Administration External Firewall Internal Firewall Payment Wallet Session Management

13. E-Support Overview Siebel Search & Knowledge Management (KM)‏ • Support Multiple Search Engines – OOTB Oracle Enterprise Security Search • Frequently Ask Questions (FAQ)‏ • Narrow or Expand Search Criteria • Keyword Search • Product Category Search • Solution Type Search • Internal vs. External Solutions • Related Documentation or Solutions • Recently Viewed Solution • Print-friendly View • Suggest Solutions: SR and Chat Integrations Service Request (SR) Management • Dynamic Service Request Flow • Modular SR Sections • Product- or Asset-based-Servicing • KM Integration • Attachment Support • Email Notification • Robust SR Query • Real-time Update • Complete Interaction History • Close or Re-open SR • Escalation via Chat • Survey for SR Resolution • Printer-friendly View Need More Help / Assisted Service • Email Agent • Store Locator • General and Specific Surveys • Click-to-Chat • Integrated Chat Client, Oracle Contact Center Anywhere chat server, and Siebel Application • Integration with KM • URL Push, Smart Share • Survey for Chat Customer Service

14. E-Support Overview User Management • Supports B2C, B2B, B2B2C User • Registration & Password Mgmt • SSO Log In / Log Out • Manage Company & Personal Profile • Manage Address Book • Manage Payment Wallet • Delegated Administration • Responsibility & Permission • Registration Approval My Account Overview • My Assets Summary • My Asset Detail • My versus My Company • Quick Search (SR, Order, Asset, Bill)‏ • My Orders Summary • My Order Detail Site Management • Site-specific Settings • Multiple Sites Support • Multiple Languages Support • Condition-based Page Templates

15. Agenda • Overview • Business Challenges & Value Proposition • How it works • Demo • Q&A

16. Q & A

17. Online Knowledge Management Challenges • Automate answers to FAQ • Deliver the latest product / support news to large audience • Close-loop feedback on content Features • Pre-integrated with Siebel Solution • OOTB UI shell with “FAQ”, “News” and “Find Solution”, “Expand & Narrow By” UI controls • View related solution or document • Track recently viewed solutions • Additional UIs to integrate with best-in-class KM to show user rating, and guided troubleshooting flow Benefits • Pre-integrated with Siebel Solution, as well as provide open Integration to best-in-class KM

18. Online Service Request Management Challenges • 24 x 7 service resolution tracking • Achieve lower total cost of service • Provide faster time-to-resolution Features • Pre-integrated with Siebel Service Request, Attachment, Siebel Solution, Siebel Chat, and CCA Chat server • Guided SR process flows configurable by the request type/area • Attachment support • Related Siebel Solutions for resolution • Survey to measure satisfaction • Role- and account-based access control • Escalation through Web Chat Benefits • Real-time integration with Siebel CRM. Users get the latest request status online • Reduces cost to process an inquiry

19. Contact Us – Web Chat Challenges • More users prefer to ‘text’, not ‘talk’, to CSR • Point chat technology, not integrated to Siebel CRM …CSR to toggle between Chat and Siebel CRM apps • CSR has no memory of user’s activity online Features • Pre-integrated with CCA Chat Server and Siebel Contact Center • Seamless transition from self-care to web chat escalation keeping user in context by passing in known data – contact, SR, solution viewed, etc. • Robust agent chat supporting co-browsing experience such as URL Push, Frequently-used Text, Smart Share, wrap-up activities, etc. • 360-degree customer view including all the recorded chat sessions stored as “Inbound Chat activity” in Siebel CRM Benefits • E-Support-Chat-CRM integrated!

20. Chat & Co-Browsing

21. Contact Us - Branch Locator Challenges • Reduce Call Center volume by self-service options for branch location, store hours, directions • Roll out new locations and services and have that information real-time online Features • Pre-integrated with Siebel Service • Pre-built map integrations to Google, Yahoo & MapQuest map engines • Proximity and type-based search Benefits • Real-time integration with Siebel CRM. Users get the latest store information online • Deliver detailed maps and directions via popular online maps